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In a report by BI Intelligence, 60% of US consumers have not completed an intended purchase based on poor customer service experience, which can translate to billions of dollars lost in sales for U. Convenience is a key component of the customer experience, therefore a 24/7 chatbot that handles customer service is a cost-effective and powerful way to provide basic support to consumers.
Chat-bots could save organizations billion annually worldwide by 2022, up from million this year, Juniper Research forecasted.Advancements in artificial intelligence are dramatically changing businesses, and chatbots are slowly becoming vital to customer service channels.AI and machine learning advancements are able to detect the content of customers’ requests and questions and service inquires accordingly.“However, if you’re in the business of taking care of people, it’ll be a while before chatbots are fully adopted.” Like other innovations, AI chatbots in healthcare will be a crawl-walk-run endeavor, where the easier tasks will move to chatbots while awaiting the technology to evolve enough to handle more complex tasks, Rai added.“Research in the areas of emotional intelligence is happening,” he said.“And how do they interact to provide users with an answer to their question?
There are many different ways to interact based on the sophistication and use-case for the chatbot.” [Also: New partnerships are fast-tracking AI tech] In addition to natural language processing technology, chatbots typically also rely on knowledge management systems.“Knowledge management systems are absolutely essential in order to standardize the service experience,” said Khal Rai, an AI expert and senior vice president, product development and operations, at SRS Health, a healthcare software company.“Essentially, knowledge management systems are tools that allow you to document common questions and answers and problem-solving tips that are accumulated over the life of a product or a solution.” It requires commitment and discipline by healthcare organizations to invest the necessary time and money to build knowledge libraries, Rai added.Otherwise, their underlying technologies are similar. Supported by artificial intelligence, both are able to understand information fed either through text or speech recognition.Like customer service chatbots, VACs provide information, services, and assistance about web pages, and support a wide range of applications in business, educations, government, healthcare, and entertainment.It still is early in the adoption of AI chatbots in healthcare, experts said, but early indicators of demand and satisfaction are promising.